Refund policy

Last Updated: September 23rd 2026

At Pouncie, we make products we hope clients and their pets will love. If you're not satisfied, we offer a simple and straightforward return process.

Order Cancellations

To cancel an order, please email your order number to info@pouncie.com

• Within 24 hours of purchase: Cancellations are guaranteed.

• After 24 hours: Cancellations are not guaranteed, as your order may already be in processing.

• Once shipped: Cancellations are no longer possible. However, you may return the item after delivery in accordance with our Return & Refund Policy.

Return Window & Eligibility

Return Window: 30 days from the date of delivery.

Restocking Fee: $0 (None).

Eligibility: To qualify for a return, your items must be:

• Unused and in their original condition.

• Complete with all original packaging, tags, and accessories.

Our support team is here to assist you through every step of the return process.

Non-Returnable Items

Due to hygiene and safety standards, certain items are not eligible for return. Please note that any product excluded from our return policy will be explicitly identified on its respective product page prior to purchase.

How to Return an Item

1. Contact Us. Email info@pouncie.com with your order number and the reason for your return. 
2. Pack Your Item. Securely repack the item in its original packaging, ensuring all tags, accessories, and documents are included.

3. Ship It Back. Follow the specific shipping and carrier instructions provided in your return authorization email to send the package back to us.
   

Return Shipping Costs

Defective or Incorrect Products

We will cover all return shipping fees if your item arrives in any of the following conditions:

• Damaged by the carrier

• Defective or faulty

• Incorrect item sent by us
  

Customer Remorse (Change of Mind)

You are responsible for paying the actual return shipping costs if you wish to return an item for personal reasons, including:

• You ordered the wrong item or size

• The item does not fit

• You no longer want or need the item

Please note: Original shipping costs paid at checkout are non-refundable.

Refund Process

• Inspection: Once your return arrives, our team will inspect the item to confirm it meets our return conditions.

• Refund Issuance: Upon approval, your refund will be automatically issued to your original payment method.

• Timeline: Please allow up to 7 business days for the funds to appear in your account, depending on your bank or card provider.
  

Exchanges

Need a different size, color, or style? We are happy to process an exchange for you.

• How to Start: Email us at info@pouncie.com with your order number and the replacement item details.

• Process: Our support team will guide you through sending your item back and getting your new selection dispatched quickly.

Undelivered or Lost Packages

If your order has not arrived within the estimated delivery window:

• Contact Us: Email info@pouncie.com with your order number.

• Investigation: We will open an official trace with the shipping carrier to locate your package.

• Resolution: If the carrier confirms the package is lost, you can choose between:

  • A full refund to your original payment method

  • A free replacement sent at no additional cost

Changes to This Policy

We reserve the right to amend or update this Return & Refund Policy at our discretion. Any modifications will take effect immediately upon being posted to this page, as indicated by the revised "Last Updated" date at the top of the policy. Your continued access to or use of our website after any changes indicates your agreement to the revised terms.

Questions?

Visit our FAQs page or contact our customer service team for assistance.

Contact Information

Store Address: 3570 Chemin bu Bois-Franc, Montreal, Quebec H4R3K9, Canada

Store Email: info@pouncie.com

Store Phone: +15144007832

Customer Service Hours: Monday to Friday: 9:00 AM - 5:00 PM (EST)

We do our best to reply to you e-mail inquiries within 1-2 business days.